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Ukueri is an innovative platform that changes communication with clients. It helps customers find answers, make claims or simply browse FAQs — all in a quick and intuitive way through social network such us Facebook, Twitter, Chat or the Web.

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  1. 1. UkueriRealtime Customer Care
  2. 2. Agenda • Introduction • Context • Product & Features • Market • Competitors • Business Model • Confidential February, 2012
  3. 3. Introduction Obtaining a positive return on investment from social media is not only about increasing your facebook fans or twitter followers. Its about linking the social strategy to your business objectives and focus on your clients Confidential February, 2012
  4. 4. Context Call Centers Social Customer Care • Very expensive • Low cost • Lack of control • Full control • No Analytics • Customizable Layout • Innefective marketing • Full Analytics campaigns • Realtime marketing • Hard to manage camapaings • Suppliers and Agents • Management dependence Dashboards • Slow • Queries history • No qualification • Self-Service • Qualification INEFFECTIVE THE Confidential February, 2012
  5. 5. About ‣ “UKUERI is an innovative platform that changes the way companies communicate with clients and prospects. ‣ It is a completely new experience to help customers find answers, make claims or simply browse FAQs — all in a quick and intuitive way through Facebook, Twitter, chat or the web” Confidential February, 2012
  6. 6. The Flow USERS UKUERI Companies / Organizations Questions Answers Information Video Text www images www onse Human resp Multichannel 1) Automated responses New methodology for Multidevice 2) Self Service (Search) information management Standarized 3) Human interaction (Q&A’s and Contents) INTERNET as a SOCIAL CUSTOMER CARE Confidential February, 2012
  7. 7. Roadmap 1 year 6 mo. Web platform Mobile Realtime mktg Search engine E-Learning Analytics Twitter & Confidential February, 2012
  8. 8. Conversation Look & Feel fully customizable for each Confidential February, 2012
  9. 9. Agents Confidential February, 2012
  10. 10. Features Twitter, Facebook integration Predictive Search Engine Realtime Marketing Intelligent routing Knowledge Base Dashboards Integration with Backoffice apps Look & Feel Fully Confidential February, 2012
  11. 11. Value For users For Companies • Use their favorite channel • Analytics either Twitter, Facebook, Web • Real-time marketing • Manage time: send a question • Lower costs and receive the response on your • Management Dashboards preferred channel • Conversation through social • No need for follow-up media (depending on SLA) •Knowledge Base Integration • Quick and intuitive way to • Realtime customer feedback talk with companies • Predictive search engine • Receive Proactive Brodcasted information/ Confidential February, 2012
  12. 12. Target Market Banking Utilities Telco/Internet Financial Services Government Med&Big Companies General Biz Social CRM market is expecting to reach 1B in 2012 (Gartner, 2011)"Vendors who can assemble a full set of social CRM functions, and make progress in two or moreof these areas, will be best positioned for market success as the market matures," Sarner said (Gartner) Confidential February, 2012
  13. 13. Opportunity Incomes in Call & Contact Centers: •US$ 620M (Argentina) •US$ 7.500M (Latam) Workforce: 2001  5000, Actually  more than 60.000 Industry Projected Investments: US$ Confidential February, 2012
  14. 14. Competitors Weakness: FAQs in a Forum Mode Weakness: Only a Chat Tool Weakness: Only for Customer Service Weakness: Help Desk Confidential February, 2012
  15. 15. Business Model Licenses Consulting Services Agents ++++ ----- More consutling -> better KB -- meaning more questions answered automatically without agents’ Confidential February, 2012
  16. 16. Segmentation Enterprise # Queries Storage: 500Gb Licenses + Consulting SMB # Queries 100Gb Confidential February, 2012
  17. 17. Pricing Monthly fees Segment Enterprise SMB Fees # Queries # Queries Storage: 500Gb 100Gb Licenses + Consulting Licenses Licenses TBD TBD Consulting TBD Confidential February, 2012
  18. 18. Exit Confidential February, 2012
  19. 19. Thank you!